City Manager’s Office – Compliments, Feedback & Complaints

The City Manager’s Office has a policy and procedure for receiving and handling complaints when anyone is dissatisfied with service, actions or lack of action by a City Manager’s Office service, process or staff member for the following areas:

• Civic Innovation Office
• Executive Management
• People, Equity and Human Rights
• Strategic & Corporate Policy
• Strategic Communications
• Transformation Office

Complaints may be made verbally (by telephone) or in writing (by mail or fax). Any correspondence and/or complaint that contains profanity, rude or inappropriate language will not receive a response.

We make every effort to resolve complaints as quickly as possible.

• The City Manager’s Office applies certain standards for responding to complaints. Depending how the complainant requests to be contacted, the following standards for acknowledging complaint receipt at Second Stage apply:
  • Complaints are acknowledged by telephone within one working day of being received by the relevant service area.
  • Complaints are acknowledged by fax within two working days of being received by the relevant service area.
  • Complaints are acknowledged by mail within three working days of being received by the relevant service area.
• Where an expanded review is required, complainants are contacted within 14 days with either a final response or update. At that time the complainant is advised of when the next contact will be – either for a proposed resolution or for the next progress update.
• Complainants are automatically contacted when their complaint is escalated.
• The director may exercise discretion and contact the complainant more frequently or sooner than the above standards.

Please note: from time to time, there may arise extraordinary circumstances where the City Manager’s Office may not be in a position to guarantee these standards can be satisfied (e.g. during labour disruption, emergency management situation, etc.)

Send your complaint

Mail

City Manager’s Office
Toronto City Hall
100 Queen St. W.
4th Floor, East Tower
Toronto, ON M5H 2N2
Attention: Complaint

TTY: 416-338-0TTY (0889)

Fax

416-392-1827(City Manager’s Office general fax)
Attention: Complaint

Personal information is not secure if sent by fax transmission. The City of Toronto does not recommend sending correspondence by fax.

Telephone

• Executive Office: 416-392-8102
• People, Equity and Human Rights: 416-397-4120
• Strategic & Corporate Policy: 416-392-8102
• Strategic Communications: 416-392-1818
  • TTY: 416-338-0889